The new partnership between Avaya and Microsoft was announced during the GITEX Technology Week 2019

Avaya
is a global trusted leader that supplies its customers with solutions that
helps to enhance and simplify communications and collaboration services in the
cloud or on- premise. They help businesses in creating the right and exact type
of experiences they want their business to be built on.

“Avaya is a trusted leader in contact-centre solutions,” said Ahmed Helmy, International CTO Avaya. “Our partnership with Microsoft allows us to expand our feature-rich applications on a cloud-based micro – services architecture and platform – giving our customers the flexibility in deployment they have come to expect from our brand. They will also have the welcome assurance and flexibility to run their workloads across multiple clouds.”

The
new partnership arrangement between Avaya and Microsoft will ensure that Avaya IX-CC, a next generation Contact
Center as a Service platform, will be available on Azure, hosted in Microsoft’s
cloud data centers in Abu Dhabi and Dubai. As time goes on, the service is
aimed at expanding all through the gulf regions and then moving on to other global
regions in the world.

“Through our work with Avaya, Microsoft now has the opportunity through our marketplace to offer enterprise-grade CCaaS solutions to businesses of any size delivered through Avaya and running on our Azure cloud,” said Sherif Tawfik, Executive Director, Channel, Alliances, Startups, and SMEs. “At Microsoft, it is our mission to empower every person and every organization on the planet to achieve more. Every application that makes its home in our intelligent cloud takes us a step more down that road.”

The Avaya IX-CC next
generation Contact Center as a Service platform is expected to be available to
customers in H1 2020 with voice capabilities, followed by omnichannel features
later in the year.

Zeus Kerravala, Principal Analyst at ZK Research, said: “The contact center market continues to evolve quickly putting pressure on organizations of all sizes. The cloud offers companies a fast path to a modernized, Omni-channel solution. However, one size does not fit all when it comes to cloud contact center.”